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jerryking : wait_times   3

Why Starbucks Might Be Innovating Too Fast - Barron's
By Alex Eule Jan. 26, 2017

Big Picture: Starbucks is seeing rapid success with its mobile ordering system, but it might be coming at the expense of in-store service.......The company now has so many customers placing advance orders via smartphones that some of its stores are having trouble keeping up.... “mobile order and pay” made up 7% of U.S. transactions in the latest quarter, up from just 3% a year ago.

But, it turns out, the existing stores haven’t been set up to handle the changing consumer behavior.

(From personal experience, I’ve noticed that Manhattan Starbucks counters are often over-filled with advance orders and those customers walk in and out, while the wait for in-store service is now longer than before.)

Starbucks president and chief operating officer Kevin Johnson, who’s set to become CEO in April, told investors that smartphone order volume has “created a new operational challenge...significant congestion at the handoff point. This congestion resulted in some number of customers who either entered the store or considered visiting a Starbucks store, and then did not complete a transaction.”
innovation  Starbucks  congestion  handoffs  in-store  order_management_system  mobile_applications  smartphones  consumer_behavior  operations  wait_times  brands  large_companies  shortcomings  revenge_effects  the_big_picture 
january 2017 by jerryking
Jump to the front of the line with this app - The Globe and Mail
JOSH O'KANE
The Globe and Mail
Published Wednesday, Dec. 16, 2015

“The idea at a really high level is, can we make local commerce better if it were way, way faster, and we removed all the friction of waiting and in-store payment?” asks Mr. Reddy, who co-founded Ritual with Robert Kim.

Ritual was designed as a hyper-local service.

....ask yourself whether you’re in the productivity business or convenience business. Or even better, ask your users. This could change the way you think about your business and its future.
neighbourhoods  restaurants  scaling  Ritual  mobile_applications  wait_times  lineups  hyperlocal  frictions  in-store 
december 2015 by jerryking

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